First, take a breath. One bad review among good ones doesn't sink you. People judge your reply as much as the review itself.
Here's how to handle it:
- Reply calmly. In Google Profile → Reviews, a reply is drafted for you that you can edit.
- State your side briefly. Don't argue with the customer.
- Offer to make it right offline, like a phone number to call.
A few things to avoid. Never fight in public. Never post the customer's private details.
Can you delete it? Usually not. You can't remove a review only because you dislike it. If it's fake or abusive, Google has a report option, but removal is Google's call and never guaranteed.
The strongest medicine is more good reviews on top of it. They push the bad one down and show what most customers really think.
If you don't have the Google Profile section, you can still reply straight on Google itself.
Why this matters
The next customer reads how you handled a complaint. A calm, fair reply can win them over more than a perfect record would.
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